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Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation

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Cited by:

  1. Xu, Zhen & Islam, Tahir & Liang, Xiaobei & Akhtar, Naeem & Shahzad, Mohsin, 2021. "‘I'm like you, and I like what you like’ sustainable food purchase influenced by vloggers: A moderated serial-mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  2. Phang Ing & Liew Ru Ven Ivan & Zaiton Osman, 2020. "The Relationship Between Malaysian Supermarket In-Store Shopping Experiences and Positive Word-of-Mouth," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(2), pages 115-115, March.
  3. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
  4. Stein, Alisha & Ramaseshan, B., 2016. "Towards the identification of customer experience touch point elements," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 8-19.
  5. Gajendra Liyanaarachchi & Giampaolo Viglia & Fidan Kurtaliqi, 2023. "Privacy in hospitality: managing biometric and biographic data with immersive technology," Post-Print hal-04219606, HAL.
  6. Sharma, Isha & Jain, Kokil & Behl, Abhishek, 2020. "Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment," Journal of Business Research, Elsevier, vol. 121(C), pages 696-712.
  7. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  8. Arne K. Albrecht & Gianfranco Walsh & Simon Brach & Dwayne D. Gremler & Erica Herpen, 2017. "The influence of service employees and other customers on customer unfriendliness: a social norms perspective," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 827-847, November.
  9. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
  10. Alexander B. Pratt & Stacey G. Robinson & Clay M. Voorhees & Joyce (Feng) Wang & Michael D. Giebelhausen, 2023. "Unintended effects of price promotions: Forgoing competitors’ price promotions strengthens incumbent brand loyalty," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1143-1164, September.
  11. Hille, Patrick & Walsh, Gianfranco & Cleveland, Mark, 2015. "Consumer Fear of Online Identity Theft: Scale Development and Validation," Journal of Interactive Marketing, Elsevier, vol. 30(C), pages 1-19.
  12. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
  13. Elbedweihy, Alaa M. & Jayawardhena, Chanaka & Elsharnouby, Mohamed H. & Elsharnouby, Tamer H., 2016. "Customer relationship building: The role of brand attractiveness and consumer–brand identification," Journal of Business Research, Elsevier, vol. 69(8), pages 2901-2910.
  14. Hwang, Jinsoo & Han, Heesup, 2014. "Examining strategies for maximizing and utilizing brand prestige in the luxury cruise industry," Tourism Management, Elsevier, vol. 40(C), pages 244-259.
  15. Aguirre, Elizabeth & Mahr, Dominik & Grewal, Dhruv & de Ruyter, Ko & Wetzels, Martin, 2015. "Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness," Journal of Retailing, Elsevier, vol. 91(1), pages 34-49.
  16. Kukar-Kinney, Monika & Xia, Lan, 2017. "The effectiveness of number of deals purchased in influencing consumers' response to daily deal promotions: A cue utilization approach," Journal of Business Research, Elsevier, vol. 79(C), pages 189-197.
  17. Braun, Corina & Hadwich, Karsten, 2016. "Complexity of internal services: Scale development and validation," Journal of Business Research, Elsevier, vol. 69(9), pages 3508-3522.
  18. Klaus, Phil & Kuppelwieser, Volker G. & Heinonen, Kristina, 2023. "Quantifying the influence of customer experience on consumer share-of-category," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  19. Sarstedt, Marko & Diamantopoulos, Adamantios & Salzberger, Thomas, 2016. "Should we use single items? Better not," Journal of Business Research, Elsevier, vol. 69(8), pages 3199-3203.
  20. Baldus, Brian J. & Voorhees, Clay & Calantone, Roger, 2015. "Online brand community engagement: Scale development and validation," Journal of Business Research, Elsevier, vol. 68(5), pages 978-985.
  21. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  22. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2018. "Can social support alleviate stress while shopping in crowded retail environments?," Journal of Business Research, Elsevier, vol. 90(C), pages 141-150.
  23. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
  24. James J. Zboja & Ronald A. Clark & Diana L. Haytko, 2016. "An offer you can’t refuse: consumer perceptions of sales pressure," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 806-821, November.
  25. Yi He & Miao Hu & Qimei Chen & Dana L. Alden & Wei He, 2017. "No Man is an Island: the Effect of Social Presence on Negative Word of Mouth Intention in Service Failures," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 4(4), pages 56-67, December.
  26. Bruce, Helen L. & Wilson, Hugh N. & Macdonald, Emma K. & Clarke, Beverly, 2019. "Resource integration, value creation and value destruction in collective consumption contexts," Journal of Business Research, Elsevier, vol. 103(C), pages 173-185.
  27. Luther, Louisa & Benkenstein, Martin & Rummelhagen, Katja, 2016. "Enhancing patients' hospital satisfaction by taking advantage of interpersonal similarity," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 50-58.
  28. Indrė Baubonytė & Justas Nugaras & Živilė Sederevičiūtė-Pačiauskienė, 2022. "Improvement in Customer Experience Through the Creation of Virtual Brand Communities," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 34(1), pages 93-108.
  29. Kwon, Hyorkjin & Ha, Sejin & Im, Hyunjoo, 2016. "The impact of perceived similarity to other customers on shopping mall satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 304-309.
  30. Begum Dilara Emiroglu, 2021. "Other Tourists as Part of Tourism Product," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 7(2), pages 171-194, December.
  31. Ngo, Liem Viet & Northey, Gavin & Duffy, Sarah & Thao, Hoang Thi Phuong & Tam, Le Thi Hong, 2016. "Perceptions of others, mindfulness, and brand experience in retail service setting," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 43-52.
  32. Nicod, Lionel & Llosa, Sylvie & Bowen, David, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  33. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  34. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
  35. Jang, Kyeong Kook & Bae, Joonheui & Kim, Kyung Hoon, 2021. "Servitization experience measurement and the effect of servitization experience on brand resonance and customer retention," Journal of Business Research, Elsevier, vol. 130(C), pages 384-397.
  36. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
  37. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.
  38. Chang, Woojung & Song, Ji Hee & Lee, Sungho, 2020. "Observation of other's preferential treatment as a constructive catalyst for improved repatronize intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  39. Albrecht, Kathrin, 2016. "Understanding the effects of the presence of others in the service environment: A literature review," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 541-563.
  40. Nguyen, Hang T. & Zhang, Yufei & Calantone, Roger J., 2018. "Brand portfolio coherence: Scale development and empirical demonstration," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 60-80.
  41. Merz, Michael A. & Zarantonello, Lia & Grappi, Silvia, 2018. "How valuable are your customers in the brand value co-creation process? The development of a Customer Co-Creation Value (CCCV) scale," Journal of Business Research, Elsevier, vol. 82(C), pages 79-89.
  42. Lim, Chiehyeon & Kim, Kwang-Jae, 2018. "Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 142-151.
  43. Elmashhara, Maher Georges & Soares, Ana Maria, 2022. "Linking atmospherics to shopping outcomes: The role of the desire to stay," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  44. Cavusgil, Erin & Yayla, Serdar & Cem Kutlubay, Omer & Yeniyurt, Sengun, 2022. "The impact of demographic similarity on customers in a service setting," Journal of Business Research, Elsevier, vol. 139(C), pages 145-160.
  45. Aiello, Gaetano & Donvito, Raffaele & Acuti, Diletta & Grazzini, Laura & Mazzoli, Valentina & Vannucci, Virginia & Viglia, Giampaolo, 2020. "Customers’ Willingness to Disclose Personal Information throughout the Customer Purchase Journey in Retailing: The Role of Perceived Warmth," Journal of Retailing, Elsevier, vol. 96(4), pages 490-506.
  46. Karpen, Ingo O. & Bove, Liliana L. & Lukas, Bryan A. & Zyphur, Michael J., 2015. "Service-Dominant Orientation: Measurement and Impact on Performance Outcomes," Journal of Retailing, Elsevier, vol. 91(1), pages 89-108.
  47. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
  48. Ladeira, Wagner Junior & Dalmoro, Marlon & de Oliveira Santini, Fernando & Ruffatto, Juliane & Zanoni, Roberto, 2021. "More bodily motor action, less visual attention: How supermarket stimuli and consumer-related factors influence gaze behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  49. Sarkar, Juhi Gahlot & Sarkar, Abhigyan & Balaji, M.S., 2020. "The “right-to-refuse-service” paradox: Other customers’ perception of discretionary service denial," Journal of Business Research, Elsevier, vol. 121(C), pages 686-695.
  50. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.
  51. Walsh, Gianfranco & Schaarschmidt, Mario & von Kortzfleisch, Harald, 2016. "Employees' Company Reputation-related Social Media Competence: Scale Development and Validation," Journal of Interactive Marketing, Elsevier, vol. 36(C), pages 46-59.
  52. Luck, Michael & Benkenstein, Martin, 2015. "Consumers between supermarket shelves: The influence of inter-personal distance on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 104-114.
  53. Mondal, Jalaluddin & Chakrabarti, Somnath, 2021. "Insights and anatomy of brand experience in app-based retailing (eRBX): Critical play of physical evidence and enjoyment," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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